User goals and features

The information in this section is for support personnel. It describes how to use the Incident Management feature to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure.

There are also topics for group coordinators and on-duty managers that include assigning incident requests as a group coordinator, tracking incident requests, and handling escalations.

Other topics related to the general management of incident requests are also covered in this section, as outlined in the following list:

• Registering and assigning incident requests
• Changing the incident request status
• Resolving and closing incident requests
• Reopening a closed or resolved incident request
• Working with incident requests as a manager
• Viewing incident request records
• Reviewing the status of an incident request
• Recording CI unavailability in Incident Management
• Using Incident Management scripts
• Relating incident requests and problem investigations
• Assigning or reassigning an incident request to a vendor
• Managing service targets
• Using tasks

These topics describe how to use the Problem Management feature to manage problem investigation through their lifecycle, as described by the BMC Service Management Process Model.

• Changing problem status and setting the status reason
• Performing the incident request review
• Performing the root cause analysis
• Performing the analysis review
• Closing the problem investigation
• Using the Incident Management decision tree in version 9.1.01